Complete the complaint paperwork and return it to the correct department

When dealing with complaints be solution minded, do not say what you cannot do, tell the customer what you are going to do.

Own the problem – do not pass it on.

A dissatisfiedcustomer tells 11-13 people about the way they feel; whilst everyhappycustomer only tells 3.

In the UK people complain with their feet. Having no complaining customers doesnotmean all your customers are happy. It means things are not quite bad enough, yet.

Research conducted by McGraw-Hill revealed that the reason why 68% of customers changed suppliers was nothing to do with thequalityof product or service. It was because the customers felt: “The company did not seem to care and did not communicate with me”

The way you handle unhappy customers should not be seen as a separate ‘problem’ area. The complaint handling procedure should be laid down and worked out with clear reporting and feedback systems.

Many customers see the way you handle a complaint asthe testof your commitment to the things you practice and preach about customer care.

Terminology is very important in the way you (a) handle complaints and (b) the way complaints are treated inside your organisation. See complaint handling form as an example of turning a complaint (problem) into action (opportunity).